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August 2023 by Dr. Fabian DDS Office
A couple months ago we had our 1st incident: After a referral from another Dr. we sent a case here only to have them put a hold on the case with no information. When we called them to release the hold and process our case stating we needed it back the next week they told me they could not do it unless we paid for a rush fee, which we agreed to as we could not move the patient. Our office called the Friday before the patient was to come in on Tuesday making sure the delivery would be for Monday and we were told the case will be there. Come to Monday, no case arrived, even after calling they said they would get an eta on the delivery tracking and get back to me but never called. Tuesday morning: It took several calls to get the truth...the department that was to make our case was not if office for over a week so our case was never made and never shipped despite being told it was and would be to us on time. NEVER USE THIS LAB.We gave them another chance and it has been even worse this time around. They delayed shipping on a product for a patient stating it would be delivered a week and a half later, so we had to reschedule the patient to 2 weeks out from the original appointment. Flash forward to 2 weeks later as we're approaching their appointment date, no delivery from SML, we tried calling with a promise for a callback on the update with no call ever coming back. The next day we call again, their response was we will connect you with a manager...guess what, no answer only an option to leave a voicemail and no call back again. The day of the appointment, still no case and no word from SML.WE WILL BE BLACKLISTING THIS LAB AFTER SEVERAL YEARS OF SERVICE. THEY LACK ANY BASIC COMMUNICATION AND SENSE OF URGENCY IN A FIELD THAT REQUIRES THE BARE MINIMUM. WE WILL ALSO BE LETTING EVERY ASSOCIATE WE WORK WITH AND REFER ABOUT THE SERVICE OF THIS LAB.
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August 2023 by Albert Toubia
AFTER YEARS OF SERVICE I WILL BE CUTTING TIES WITH THIS LAB. THEY ARE EXTREMELY UNRESPONSIVE AND UNPROFESSIONAL. I Have been working with Dr. Fabian DDS for a few years now and the way they have copletely ghosted both of us from cases that have went missing or delayed with no communication is frightening. In dental you CANNOT just go radio silent, these matters affect the health of a HUMAN BEING and delay any treatment needing to be done. I'M BAFFLED AND DISAPPOINTED SML WOULD ALLOW THEIR COMPANY TO BE MANAGED IN SUCH A MANNER.
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July 2023 by Ryan Yousefian
We have been working with SML for several years now and every second of it has been wonderful. SML treats their employees well and they stand behind every product that leaves the door. Choose this lab if you are looking for a personable relationship and not just a transactional one.
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October 2019 by Baruch Stone
Their customer service is AMAZING. My OA was having issues and within minutes of contacting SML I got a call back from an expert who walked me through fixing it. He was super nice, super patient, and awesome. As a sufferer of severe obstructive sleep apnea having a working OA is extremely important and I feel very comfortable and happy with SML.
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May 2019 by willy raider
I highly recommend no one work here at SML as an employee in the main warehouse, the warehouse supervisor arjie is impossible to work with and has an absolutely awful attitude. The man is almost unapproachable if you have any questions and merely sighs, shakes his head, and roll his eyes almost as if your questions annoy him. Everyone else is very polite and sweet overall but as of today I'll actually be quitting my job due to the horrible experience of dealing with that man.
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May 2019 by Brittany Bohte
Great lab with great customer service! They truly care about their clients and fabricate high quality appliances!
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May 2019 by Todd Hauck
I have worked with SML enough to know they can produce a quality appliance for my patients. My main frustration is their customer service. As a dentist that uses their lab for cases, I have never been spoken too so rudely by a technician (its the same guy every time). The initial representative who greets you is always pleasant, but this technician is very condescending and unprofessional in their tone and speech. I have worked with dozens of labs over the years and I have never once thought anyone was rude or unprofessional, but this guy at SML is so rude that I no longer will use their lab. It may seem overly simple, but treating people with respect and kindness goes a long way. This should be addressed because I know I am not the only dentist who feels this way about how I've been treated. If it is the owner that I have been talking to that is the rude person/technician, then he really should reconsider how his demeanor is affecting his bottom line. But then again, ignorant people will rarely make changes because they don't recognize their fault.
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May 2019 by Lori Morgan
Consistently not consistent with delivery and TERRIBLE customer service. Most recent problem: The office I work for had a rush order on a case that we needed back within 10 days. My coworker called SML to confirm that this was possible before scheduling the patient. We were told 10 days would be enough time to get our case back. We labeled the outside of the lab case box "rush order" and indicated on the lab slip inside that it was due to be back 10 days later for a rush order. Four days before the case was to be delivered to our office, we received a confirmation voicemail from SML that our case was being delivered on time. The day before the case was due, we called to confirm rough delivery time for the following day and were told our case was actually not ready for another week! After asking how this could be since we followed all the steps to have it here on time, we were told by Michelle it was due to the fact that we did not mark the box labeled "emergency case" on our lab slip (we have no such box to mark on our lab slips). However, we did indicate on the slip the date we needed it back by, that it was a rush order, physically wrote on the box "rush order", and had a verbal confirmation from SML they could do it in time. What more could we have done? She then stated that for a fee and tax she could get it to our office in a few days. I told her we shouldn't have to pay for something like that after it was clearly their mistake and we were told by SML it would be here on time. She then implied we were not being honest about which date the voicemail confirmation gave! I could not believe what I was hearing. She never once apologized or tried to truly remedy the situation. Will be going somewhere else from now on.
